“…There are only a few studies to date that have examined the challenges regarding IT support processes from the perspective of ITSM. Prior research has focused on the success factors in ITIL implementation projects (Tan, Cater-Steel, & Toleman, 2009), while other researchers have focused on ITSM process maturity (Niessink & Van Vliet, 1998), predicting the incident management lifecycle (Caldeira & Brito e Abreu, 2008), and integration of ITIL and CMMI ® approaches for process improvement (Latif, Din, & Ismail, 2010). Additionally, there are studies that have examined prioritization of business incidents (Barlow & Stewart, 2004), incident management quality and productivity (Cavalcante et al, 2013) and use of knowledge management in ITIL implementations (Mohamed, Ribière, O'Sullivan, & Mohamed, 2008).…”